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What Is Salesforce Service Cloud?

Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimize service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for the Communications industry.

Where can Salesforce Service Cloud be deployed?

Cloud-based
On-premise

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 28 others

Languages

Chinese, Dutch, English, French, German and 8 others

Salesforce Service Cloud pricing

Starting Price:

US$25.00/month
  • Yes, has free trial
  • No free version

Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at US$25.00/month.

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 28 others

Languages

Chinese, Dutch, English, French, German and 8 others

Salesforce Service Cloud videos and images

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Salesforce Service Cloud video
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Features of Salesforce Service Cloud

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Autoresponders
  • Billing & Invoicing
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Catalog Management
  • Chat/Messaging
  • Code Enforcement
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Delivery Tracking
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Electronic Signature
  • Email Management
  • Email Templates
  • Employee Management
  • Employee Scheduling
  • Equipment Maintenance
  • Feedback Management
  • For Call Centers
  • For Insurance Industry
  • Full Text Search
  • GPS
  • Geotargeting
  • IVR Software
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Investigation Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Management
  • Live Chat
  • Live Driver Tracking
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Online Time Clock
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Prioritization
  • Proactive Chat
  • Project Management
  • Queue Management
  • Quotes/Estimates
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Sales Pipeline Management
  • Scheduling
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Status Tracking
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Technician Management
  • Third-Party Integrations
  • Ticket Management
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Work Order Management
  • Workflow Management

Salesforce Service Cloud Alternatives

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Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
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Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM

Reviews of Salesforce Service Cloud

Average score

Overall
4.4
Ease of Use
4.1
Customer Service
4.2
Features
4.4
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Imran
Imran
Team Coordinator in Bangladesh
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Streamline Your Customer Service with Salesforce Service Cloud

5.0 2 years ago

Comments: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Pros:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Cons:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Alternatives Considered: Dynamics 365 and Zoho Desk

Switched From: Freshdesk

Reasons for Switching to Salesforce Service Cloud: I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.

Laura
Laura
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

It accelerates customer service and personalizes case management

4.0 last year

Comments: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Pros:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Cons:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

Kremena
Executive Assistant in Bulgaria
Executive Office, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Transformative CRM Solutions with Salesforce Cloud

5.0 2 months ago New

Pros:

Customization: Highly customizable to fit specific business needs. Integration: Integrates with over 1,000 other platforms1. Lead Management: Excellent lead management and scoring features1. Reporting: Powerful and comprehensive reporting tools2. User-Friendly: Easy to set up and use

Cons:

Cost: More expensive than some competitors1. Complexity: Can be complicated to set up and maintain.

Harry
President in US
Computer Networking, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

NOT a good SERVICE TICKETING SYSTEM

2.0 5 years ago

Comments: very clomzy and not effective.

Pros:

its nice in its design. it can properly relate cases to client records

Cons:

This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Suraj
Inside Product Specialist in India
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Efficient and Comprehensive Service Management

5.0 3 months ago

Comments: My overall experience with Salesforce Service Cloud has been highly positive. It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer satisfaction and team productivity.

Pros:

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

Cons:

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it